Guest Services Lead: Inspire Teams & Elevate Guest Experience

Mitie; Cardiff; On-site; GBP 32,000 - 36,000; Full time

Job summary

Mitie is seeking a Guest Services Lead for St David's Cardiff to inspire a high-performing team and deliver welcoming, professional experiences for every guest. You will work closely with centre management and brand partners to drive service excellence in a busy city-centre setting.

With a focus on staff development and continuous improvement, you will champion a made-you-smile culture, manage rota coverage during peak periods, and resolve complaints with empathy and professionalism.

Qualifications

• 3+ years in a supervisory/management role in a guest-focused environment.
• Proven ability to lead teams in fast-paced, high-volume settings.
• Excellent communication and customer service skills.

Responsibilities

• Line-manage the Guest Services team to represent the centre professionally.
• Lead by example with exceptional guest service across the city-centre environment.
• Maintain high standards at information desks, digital enquiries and facilities.
• Support rotas, budgeting and peak period coverage.
• Stay informed on partners, events and promotions to assist guests.
• Drive guest feedback initiatives and monitor NPS+ results.
• Deliver training to develop team knowledge and service delivery.
• Manage conduct, performance and absence in line with policy.

Skills

Interpersonal skills

Communication skills

Guest service focus

Team leadership

Problem solving

Education

GCSEs including Maths & English

Tools

Microsoft Office

Excel

Job description

Mitie is seeking a Guest Services Lead for St David's Cardiff to inspire a high-performing team and deliver welcoming, professional experiences for every guest. You will work closely with centre management and brand partners to drive service excellence in a busy city-centre setting.

With a focus on staff development and continuous improvement, you will champion a made-you-smile culture, manage rota coverage during peak periods, and resolve complaints with empathy and professionalism.